Troubleshoot missing data

An empty workspace is usually caused by storefront activation, consent, traffic, or a selected window—not by a valid zero. Check these conditions in order.

1. Review setup status

Open Settings and resolve any installation or monitor recovery message. Confirm that Dozenfold is installed on the intended Shopify store. Review Collection health:

• Recent: fresh evidence has arrived.
• Quiet: no recent traffic has been observed; this alone does not prove an outage.
• Paused: collection is intentionally stopped.
• Unavailable: the health check could not complete; do not read it as a healthy zero.

Check SDK and Pixel receipts separately, then their session continuity. One arriving source does not prove that the complete storefront-to-checkout journey is connected.

2. Confirm the active theme embed

In Shopify Admin, open Online Store → Themes → Customize → App embeds. Enable Dozenfold on the published theme and save. A saved toggle alone is not final proof; incoming evidence confirms that the active storefront is running the monitor.

3. Check consent and traffic

Use the published storefront with analytics consent permitted, then complete a normal product, cart, and checkout journey. Visitors who deny required analytics consent are intentionally not monitored.

4. Check the selected window and states

Choose a window that includes the test journey. Collecting data means a denominator or minimum sample is still developing. Unavailable indicates a load or evidence-family failure. A numeric zero means the query completed and found none.

If evidence remains unavailable after a normal journey, keep the store, approximate time, selected window, and visible setup state ready for support. Do not include customer input values or secrets.